{
  "ucid": "21112178962343391",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 11:07:13",
  "end_time": "2026-09-17 11:09:14",
  "duration_sec": 121,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Not_Answered",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa52e3aec4c3a80f5c955a8cb5e57c71c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1653,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962343391__DIAa52e3aec4c3a80f5c955a8cb5e57c71c.mp3",
  "audio_bytes": 308448,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 102.816,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello, Munda Rolling Shutter?   (हॅलो, मुंडा रोलिंग शटर?)\n[4s] CUSTOMER: Yes.   (हां जी।)\n[4s] AGENT: Sir, this is Aditya Pandey calling from JSW One.   (सर जी, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[7s] CUSTOMER: Yes, tell me.   (हां जी, बोलिए।)\n[8s] AGENT: Sir, you had registered on our platform, this call is regarding that. Do you have any requirement for CR material or anything?   (सर आपने हमारे प्लॅटफॉर्म पे रजिस्टर किया था, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर CR मटेरियल की या कुछ?)\n[12s] CUSTOMER: There is a requirement for CR, GP material, but your rates from JSW One are high.   (CR की, GP की मटेरियल की रिक्वायरमेंट रहती है, लेकिन आपके रेट ज्यादा आती है JSW One की।)\n[16s] AGENT: Uh, I'll check sir what rate is available with me. Do you have a requirement right now?   (अह, मैं चेक कर लेता हूं सर अगर क्या रेट अवेलेबल है मेरे पास। अभी है आपका रिक्वायरमेंट फिलहाल के लिए?)\n[21s] CUSTOMER: Yes, GP 80 coil, 70, 60, 80, I need three coils.   (हां, GP 80 की कॉइल, 70, 60, 80, तीन कॉइल चाहिए।)\n[24s] AGENT: 70, 80\n[25s] CUSTOMER: 80, 60.\n[26s] AGENT: Okay, 60. Meaning 70, 80, 60. You need one coil of each?   (अच्छा, 60. मतलब 70, 80, 60. एक-एक कॉइल चाहिए आपको?)\n[30s] AGENT: Is there any width for this? I mean, will 1250 work for you?   (क्या कोई विड्थ है इसकी? मतलब 1250 में चलेगा आपको?)\n[33s] CUSTOMER: 12, 1220.\n[34s] AGENT: 1220. Okay sir, I will work on this and let you know. Where will the delivery be, sir?   (1220. ठीक है सर, मैं इसका वर्क करके आपको बता देता हूं। डिलीवरी ये कहां रहेगी सर आपकी?)\n[38s] CUSTOMER: Jaipur.   (जयपुर।)\n[39s] AGENT: Jaipur. Uh, is this your GST location, sir?   (जयपुर। अह, आपका GST लोकेशन यही है क्या सर?)\n[41s] CUSTOMER: Yes.   (हां।)\n[42s] AGENT: Your GST, is the GST location the same as the delivery address?   (आपका GST पे, GST लोकेशन यही है क्या डिलीवरी एड्रेस?)\n[43s] CUSTOMER: GST location is Kishangarh.   (GST लोकेशन किशनगढ़।)\n[45s] AGENT: Okay, okay. So is the delivery to the same location or is it different?   (अच्छा, अच्छा। नहीं तो वही लोकेशन पे डिलीवरी है कि अलग है?)\n[47s] CUSTOMER: Delivery will be in Jaipur, the plant is located there, right, the shutter there   (डिलीवरी जयपुर में होगी, वहां पर प्लांट लगा हुआ है ना, वहां पे शटर)\n[50s] AGENT: Okay, okay, fine, fine.   (ओके, ओके, ठीक है, ठीक है।)\n[51s] CUSTOMER: The material will be cut there itself. And you have to put   (माल तो वही कटेगा। और डालना आपके)\n[54s] AGENT: Uh, I'll do one thing sir, I'll WhatsApp you. Okay, I'll prepare this and revert to you. I will WhatsApp you once. You tell me your exact location where you need it.   (अह, एक काम करता हूं सर, मैं आपको WhatsApp कर देता हूं। ठीक है, मैं ये ना बना के आपका मैं कर देता हूं रिवर्ट। आपको एक बार मैं WhatsApp कर दूंगा। आप मुझे अपना लोकेशन बता दीजिएगा एग्जैक्ट कहां चाहिए आपको।)\n[60s] CUSTOMER: Okay.   (ठीक।)\n[60s] AGENT: [inaudible]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 27,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise (clatter, other voices) on the customer's side throughout the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "27 turns, clean transcript (4% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "When the customer immediately raises a price objection, use it as a chance to pitch our 'all-inclusive landed cost' USP instead of just promising to check the rate.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a rolling shutter manufacturer, stated an immediate need for three GP coils with specific dimensions for delivery in Jaipur. They immediately objected that JSW One's rates are high. The agent bypassed the objection, captured the requirement details, and committed to sending information via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak before jumping into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking directly for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"Agent did not ask about monthly tonnage, current suppliers, or payment terms; only manufacturing type and application were inferred.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched, missing the opportunity to counter the customer's price objection.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, GP 80 coil, 70, 60, 80, I need three coils.\", \"comment\": \"Agent successfully captured the material, thickness, quantity, width, and location for an active requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll do one thing sir, I'll WhatsApp you. Okay, I'll prepare this and revert to you.\", \"comment\": \"Agent established a clear next step of preparing the details and sending them via WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer immediately raises a price objection, use it as a chance to pitch our 'all-inclusive landed cost' USP instead of just promising to check the rate.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"your rates from JSW One are high.\", \"response\": \"Uh, I'll check sir what rate is available with me.\"}], \"call_summary\": \"The customer, a rolling shutter manufacturer, stated an immediate need for three GP coils with specific dimensions for delivery in Jaipur. They immediately objected that JSW One's rates are high. The agent bypassed the objection, captured the requirement details, and committed to sending information via WhatsApp.\"}",
  "error": null,
  "latency_ms": 34099,
  "input_tokens": 3549,
  "output_tokens": 786,
  "created_at": "2026-09-25 12:06:45",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.678,
  "agent_talk_sec": 37.1,
  "customer_talk_sec": 17.6,
  "dead_air_sec": 66.3,
  "longest_monologue_sec": 6.3,
  "agent_wpm": 271.7,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 13,
  "discovery_qs": 10,
  "words_agent": 168,
  "words_customer": 69,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962343391",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.67,
      "end_s": 1.1,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178962343391",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 3.3,
      "text_en": "Hello, Munda Rolling Shutter?",
      "text_native": "हॅलो, मुंडा रोलिंग शटर?"
    },
    {
      "ucid": "21112178962343391",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.57,
      "end_s": 4.01,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178962343391",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.28,
      "end_s": 6.28,
      "text_en": "Sir, this is Aditya Pandey calling from JSW One.",
      "text_native": "सर जी, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178962343391",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.67,
      "end_s": 7.2,
      "text_en": "Yes, tell me.",
      "text_native": "हां जी, बोलिए।"
    },
    {
      "ucid": "21112178962343391",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.57,
      "end_s": 11.7,
      "text_en": "Sir, you had registered on our platform, this call is regarding that. Do you have any requirement for CR material or anything?",
      "text_native": "सर आपने हमारे प्लॅटफॉर्म पे रजिस्टर किया था, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर CR मटेरियल की या कुछ?"
    },
    {
      "ucid": "21112178962343391",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.9,
      "end_s": 15.8,
      "text_en": "There is a requirement for CR, GP material, but your rates from JSW One are high.",
      "text_native": "CR की, GP की मटेरियल की रिक्वायरमेंट रहती है, लेकिन आपके रेट ज्यादा आती है JSW One की।"
    },
    {
      "ucid": "21112178962343391",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 20.9,
      "text_en": "Uh, I'll check sir what rate is available with me. Do you have a requirement right now?",
      "text_native": "अह, मैं चेक कर लेता हूं सर अगर क्या रेट अवेलेबल है मेरे पास। अभी है आपका रिक्वायरमेंट फिलहाल के लिए?"
    },
    {
      "ucid": "21112178962343391",
      "idx": 8,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 23.7,
      "text_en": "Yes, GP 80 coil, 70, 60, 80, I need three coils.",
      "text_native": "हां, GP 80 की कॉइल, 70, 60, 80, तीन कॉइल चाहिए।"
    },
    {
      "ucid": "21112178962343391",
      "idx": 9,
      "speaker": "agent",
      "start_s": 24.2,
      "end_s": 25.0,
      "text_en": "70, 80",
      "text_native": "70, 80"
    },
    {
      "ucid": "21112178962343391",
      "idx": 10,
      "speaker": "customer",
      "start_s": 25.0,
      "end_s": 26.2,
      "text_en": "80, 60.",
      "text_native": "80, 60."
    },
    {
      "ucid": "21112178962343391",
      "idx": 11,
      "speaker": "agent",
      "start_s": 26.2,
      "end_s": 29.8,
      "text_en": "Okay, 60. Meaning 70, 80, 60. You need one coil of each?",
      "text_native": "अच्छा, 60. मतलब 70, 80, 60. एक-एक कॉइल चाहिए आपको?"
    },
    {
      "ucid": "21112178962343391",
      "idx": 12,
      "speaker": "agent",
      "start_s": 30.4,
      "end_s": 32.6,
      "text_en": "Is there any width for this? I mean, will 1250 work for you?",
      "text_native": "क्या कोई विड्थ है इसकी? मतलब 1250 में चलेगा आपको?"
    },
    {
      "ucid": "21112178962343391",
      "idx": 13,
      "speaker": "customer",
      "start_s": 32.9,
      "end_s": 34.2,
      "text_en": "12, 1220.",
      "text_native": "12, 1220."
    },
    {
      "ucid": "21112178962343391",
      "idx": 14,
      "speaker": "agent",
      "start_s": 34.4,
      "end_s": 37.8,
      "text_en": "1220. Okay sir, I will work on this and let you know. Where will the delivery be, sir?",
      "text_native": "1220. ठीक है सर, मैं इसका वर्क करके आपको बता देता हूं। डिलीवरी ये कहां रहेगी सर आपकी?"
    },
    {
      "ucid": "21112178962343391",
      "idx": 15,
      "speaker": "customer",
      "start_s": 38.2,
      "end_s": 38.8,
      "text_en": "Jaipur.",
      "text_native": "जयपुर।"
    },
    {
      "ucid": "21112178962343391",
      "idx": 16,
      "speaker": "agent",
      "start_s": 39.3,
      "end_s": 40.7,
      "text_en": "Jaipur. Uh, is this your GST location, sir?",
      "text_native": "जयपुर। अह, आपका GST लोकेशन यही है क्या सर?"
    },
    {
      "ucid": "21112178962343391",
      "idx": 17,
      "speaker": "customer",
      "start_s": 40.9,
      "end_s": 41.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178962343391",
      "idx": 18,
      "speaker": "agent",
      "start_s": 41.6,
      "end_s": 43.3,
      "text_en": "Your GST, is the GST location the same as the delivery address?",
      "text_native": "आपका GST पे, GST लोकेशन यही है क्या डिलीवरी एड्रेस?"
    },
    {
      "ucid": "21112178962343391",
      "idx": 19,
      "speaker": "customer",
      "start_s": 43.4,
      "end_s": 44.8,
      "text_en": "GST location is Kishangarh.",
      "text_native": "GST लोकेशन किशनगढ़।"
    },
    {
      "ucid": "21112178962343391",
      "idx": 20,
      "speaker": "agent",
      "start_s": 45.2,
      "end_s": 47.0,
      "text_en": "Okay, okay. So is the delivery to the same location or is it different?",
      "text_native": "अच्छा, अच्छा। नहीं तो वही लोकेशन पे डिलीवरी है कि अलग है?"
    },
    {
      "ucid": "21112178962343391",
      "idx": 21,
      "speaker": "customer",
      "start_s": 47.2,
      "end_s": 49.8,
      "text_en": "Delivery will be in Jaipur, the plant is located there, right, the shutter there",
      "text_native": "डिलीवरी जयपुर में होगी, वहां पर प्लांट लगा हुआ है ना, वहां पे शटर"
    },
    {
      "ucid": "21112178962343391",
      "idx": 22,
      "speaker": "agent",
      "start_s": 49.8,
      "end_s": 50.9,
      "text_en": "Okay, okay, fine, fine.",
      "text_native": "ओके, ओके, ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178962343391",
      "idx": 23,
      "speaker": "customer",
      "start_s": 51.0,
      "end_s": 52.8,
      "text_en": "The material will be cut there itself. And you have to put",
      "text_native": "माल तो वही कटेगा। और डालना आपके"
    },
    {
      "ucid": "21112178962343391",
      "idx": 24,
      "speaker": "agent",
      "start_s": 53.5,
      "end_s": 59.8,
      "text_en": "Uh, I'll do one thing sir, I'll WhatsApp you. Okay, I'll prepare this and revert to you. I will WhatsApp you once. You tell me your exact location where you need it.",
      "text_native": "अह, एक काम करता हूं सर, मैं आपको WhatsApp कर देता हूं। ठीक है, मैं ये ना बना के आपका मैं कर देता हूं रिवर्ट। आपको एक बार मैं WhatsApp कर दूंगा। आप मुझे अपना लोकेशन बता दीजिएगा एग्जैक्ट कहां चाहिए आपको।"
    },
    {
      "ucid": "21112178962343391",
      "idx": 25,
      "speaker": "customer",
      "start_s": 60.0,
      "end_s": 60.4,
      "text_en": "Okay.",
      "text_native": "ठीक।"
    },
    {
      "ucid": "21112178962343391",
      "idx": 26,
      "speaker": "agent",
      "start_s": 60.5,
      "end_s": 62.9,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962343391",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak before jumping into the reason for the call."
    },
    {
      "ucid": "21112178962343391",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a supply or price hook, instead asking directly for requirements."
    },
    {
      "ucid": "21112178962343391",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "",
      "comment": "Agent did not ask about monthly tonnage, current suppliers, or payment terms; only manufacturing type and application were inferred."
    },
    {
      "ucid": "21112178962343391",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched, missing the opportunity to counter the customer's price objection."
    },
    {
      "ucid": "21112178962343391",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Yes, GP 80 coil, 70, 60, 80, I need three coils.",
      "comment": "Agent successfully captured the material, thickness, quantity, width, and location for an active requirement."
    },
    {
      "ucid": "21112178962343391",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I'll do one thing sir, I'll WhatsApp you. Okay, I'll prepare this and revert to you.",
      "comment": "Agent established a clear next step of preparing the details and sending them via WhatsApp."
    }
  ],
  "objections": [
    {
      "ucid": "21112178962343391",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "your rates from JSW One are high.",
      "response": "Uh, I'll check sir what rate is available with me."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}